Below you will find answers to frequently asked questions. If you have additional questions contact us.
How do I book the apartment?
Book online now or e-mail us at email@example.com with your desired dates of accommodation and number of guests and we will reply to you shortly. You can also reach us by phone at (+34) 911-250-110. Back to top
How much do I have to pay to confirm the reservation?
Once we reply to your request confirming availability, we require an advance deposit of 15% of the total amount to confirm your reservation. Back to top
How do I pay the advance deposit?
You can use a credit card to pay the deposit online. You can also pay the advance deposit by bank transfer or money order. In this case you will be responsible for all bank charges. Back to top
Is online payment safe?
We use PayPal to process credit card payments, which is 100% secure. PayPal is the internet's largest online payment system, and is used by millions of customers across the world. Please click on the PayPal icon for more information regarding payment security. Back to top
When is the remainder amount due?
The remainder amount shall be paid in cash on the day you arrive to the apartment. Back to top
Do you require a damage security deposit?
On arrival a security deposit is due in cash. If your stay is of one month or longer, we might request a higher security deposit than stated on the apartment's description page. The deposit will be refunded upon departure if there are no damages. Back to top
Do you accept credit cards?
We accept credit cards for the 15% advance deposit payment. The remaining balance and the security deposit are to be paid in cash on arrival. However, under special circumstances and with prior approval only, you can pay with credit card the balance and/or security deposit, but it will be subject to a 3%-4% surcharge to cover processing costs. Back to top
How can I change or cancel the reservation?
You can change the reservation subject to availability. However, this will be considered a new reservation, and the deposit will not be refunded. If you cancel your reservation, the advance deposit is not refundable. Back to top
Are taxes included in the price?
If an individual private party is the customer who signs the contract, the price includes all taxes. If the rental contract is made to a company as the customer, the price is subject to an additional 21% VAT. Back to top
Are pets allowed?
Pets are allowed only with prior approval, and may be subject to an additional charge and an additional security deposit. Please inquire with us if you wish to bring your pet. Back to top
Do you provide baby cribs and high chairs?
For some apartments, we can provide a baby crib and a high chair if requested in advance at the time of booking and for an additional fee of 30 euros. Please check each apartment's description for more information. Back to top
How often are the apartments cleaned?
The apartments are completely cleaned prior to your arrival. During your stay, additional cleaning is available on request for an additional charge. Back to top
Are bed linens and towels provided?
Yes, we provide a set of bed linens and towels per person. If during your stay you would like a change of linens and towels, it is available for an additional fee. Back to top
Do your apartments have internet?
Many of our apartments have free access to a broadband wireless internet connection, and you can bring your own laptop to connect to the internet. Some of our apartments also have computers that are connected to the internet. Please read each apartment's description to check if it has internet connectivity. Back to top
Can I use the apartment's telephone to make international and mobile phone calls?
If the apartment has a telephone, you can use your own calling card to make international or mobile phone calls. Prepaid calling cards are widely available for sale in newsstands and convenience stores. You can use them with the apartment's phone to call abroad using a toll-free number. Domestic calls to land lines are free of charge. Back to top
Do you have a luggage storage service?
We are sorry but we do not offer luggage storage. However, you will be able to leave your luggage in the apartment while it is being cleaned and until the next guests arrive. The railway station at Atocha also has luggage lockers for public use. Back to top
Are the apartments located in a safe zones?
All our apartments are located in a safe areas of Madrid. However, as in any large city you should exercise caution with pickpockets, particularly in crowded areas. Be extremely careful when you take the metro, as there are pickpockets who target tourists. Back to top
If you have more questions contact us, and we will get back to you shortly.